VA HEALTHCARE: Empowering Veterans, Improving Well-Being

Defining excellence through transformative quality care, patient-centered experiences, and maximum staff satisfaction.

Chief Medical Officer
Chief Nursing Officer
Department of Veterans Affairs

Patient-centered, customer-focused care

Delivering positive patient outcomes isn’t an easy task. Finding the time needed to deliver enhanced patient care and experience is crucial.

We must find new ways of working that encourage patients to be the manager of their own health journey. We must prioritize the steps of the patient journey that allows a truly collaborative and responsive approach to care delivery.

It’s no longer a question of “what’s the matter?” but “what matters to you?”

Communication-based technologies are a fundamental step toward helping patients become better informed, improving care quality and experience.

Healthcare providers must behave in ways suited to modern consumers to maintain a competitive edge, both now and in the future.

Traditional patient interactions must be replaced with modern customer interactions – a proactive approach that recognizes the growing user-centricity of the connected patient. The more responsive the care, the more patient-centered and customer-focused it becomes.

Our Healthcare Solutions

Chief Nursing Officer

Unified communications can offer some home comforts that greatly improve the patient’s stay. Electronic healthcare records that can be used at the point of care improve the quality, safety and continuity of care.

Chief Medical Officer

Mobile Baton promotes clinical efficiencies. It allows physicians and other medical staff to be contacted by “one published number” on any chosen device. A button, via the app, can be pushed to let teams know who is on call to deal with situations in real-time

Department of Veterans Affairs

When your PTSD health professionals are working in vulnerable situations, are they fully equipped to deal with aggressive patients and alert security to diffuse volatile situations? OSCAR immediately notifies security teams and pinpoint locations.

Facilitate patient-centered care

Involve patients in their care. Proactive communication allows staff to better manage the expectations of the patient for an enhanced experience.

Patients are increasingly becoming consumers of healthcare, expecting high standards of service from all organizations, public or private. They want: easy check-in, a pleasant stay, quick check-out.

Nurse Mary has just finished up dealing with her patient, Andy, inputting his notes using the bedside console. She’s about to see her next patient in another ward. Meanwhile, Andy is now going to be in bed for the next three days.

Andy’s stay is made more comfortable, thanks to unified communications. Once Mary has logged out, Andy can log in and browse the internet, order food, watch movies, and make calls.

Andy’s experience in the hospital so far has been a great one because he’s not stressed out and he’s being treated like a hotel guest. Imagine that. Studies show this reduces readmission rates and allows patients to be discharged quicker.

Before Andy can be discharged, Ben, the on-call physician, needs to stop by for one last check. Ben starts his shift and makes his way to Andy.

Ben doesn’t need to pick up the old device that used to be passed around for on-call shifts. He has a smartphone and can switch this to “on-call”. All incoming messages come through to his phone via “one published number”. All he has to do is say it’s him on call.

Ben usually has many different phones or has calls and messages on different devices. He can be contacted on all different devices set-up with his one published number, saving time and increasing efficiency.

Andy is happy that physician Ben was contacted by nurse Mary quickly so that they can discharge him sooner.

Mary is happier she could get hold of Ben easily while he was on-call, and physician Ben is happy he doesn’t have to carry four different phones. This saves everyone time and accelerates responsiveness across the hospital.

A better physical environment can foster healing and influence perceptions of service quality. While wards lack homely touches, Unified Communications offers some home comforts that can greatly improve a stay.

OpenScape UC

Our Healthcare Solutions

Enhance care standards

Reduce clinical errors by enabling physicians to update patients’ EMRs in real-time, at the point of care, bedside rather than deskside.

Facilitate patient-centered care

Involve patients in their care. Proactive communication allows staff to better manage the expectations of the patient for an enhanced experience.

Improve overall management practices

Send push notifications to specialists within the hospital to notify them of emergencies so that they can decide on the correct course of action in a timely, efficient manner.

Save time and accelerate responsiveness

Be contactable on any device via “one published number”, avoid multiple devices, and discover who’s on-call in real-time to accelerate medical responsiveness.

It is well known that nurses want to spend time with patients, but they are often frustrated over the amount of administration required.

Adopting electronic health records can save valuable time spent on writing, filing and finding records, releasing more time for hands-on nursing.

Mary is a nurse, and her job is tough . She’s stressed and angry because she feels as though she spends too much time focusing on administration when the majority of her time should be spent caring for her patients.

Andy is a patient and he is admitted to hospital on Monday and won’t be leaving until Thursday. Mary goes to check on Andy, her first patient of the day.

At the bedside, Mary can access all of Andy’s records and she is able to deliver care while updating Andy’s patient details in real time, at the bedside rather than in her office.

Suddenly, Mary is cutting down admin time because she’s doing it in real-time, and Andy is receiving an increased level of care because the patient records and data quality is of a higher standard.

Admin is highly time consuming for nurses. But Unified Communications has helped Mary cut down the time needed to fulfil this task, and it has given her more time to care. Mary is happier. She’s still busy, but it just means she’s busy with patients, and not paperwork.

Electronic healthcare records that can be used at the point of care improve the quality, safety and continuity of care and free up nursing time.

They can also improve the nurses’ working environment, help to keep stress levels at bay, and enable enhanced patient experience.

OpenScape UC

Our Healthcare Solutions

Improve the patient experience

Treat your patients as customers. Bring homely touches into the ward with UC so patients can access the internet, order food, watch TV, and use the telephone.

Find the time to care

Reduce repetitive administration tasks and free up more time to care. Streamlined bed management and EMRs at the point of care can help relieve nurses’ burden.

Enhance care standards

Reduce clinical errors by enabling nurses to update patients’ EMRs in real-time, at the point of care, bedside rather than deskside. Reduce nurse stress and increase efficiency.

Facilitate patient-centered care

Involve patients in their care and give them access to their EMRs. Proactive communication allows staff to better manage the expectations of the patient for an enhanced experience.

The number of veterans receiving specialized mental health treatment from the VA has risen each year, from over 900,000 in 2006 to more than 1.6 million in 2015. Demand for VA care will continue to grow as personnel continue to return from service in the Middle East.

The VA must work to increase access to services so that everyone gets the help they need, when they need it.

Michael has PTSD. He lives at home and is independent in basic daily living activities, but he suffers from depression and struggles to sleep.

Monitoring systems enabling proactive action in chronic episodes can be valuable in this kind of situation for non-emergency issues.

However, PTSD is highly comorbid with other disorders such as panic, phobic, or generalized anxiety disorders, depression, or substance abuse.

In Michael’s bathroom, there are sensors to detect movement. The environmental sensors in the bathroom failed to detect movement during the morning, this may mean Michael forgot to wash or to use the toilet – or something potentially worse.

A message is sent to a family member or healthcare provider, notifying them that a check on Michael is needed, due to lack of movement picked up by the sensors.

However, during the home visit to check on Michael, PTSD nurse Jean is alone with Michael who is also suffering from aggressive behavior. This leaves Jean in a potentially vulnerable situation.

However, PTSD nurse Jean can be monitored throughout the visit thanks to remote communication systems which can automatically raise an alert to Jean’s duty manager if the visit’s duration seems to be out of the ordinary.

The duty manager can decide whether or not carer Jean needs assistance which may defuse a potentially hazardous situation before it happens.

Should the worst happen, Jean has also been given a snap alarm that connects with the remote communication system. This can immediately notify security and pinpoint her location.

OpenScape UC

Our Healthcare Solutions

Improve quality of PTSD services

Establish a virtual meeting room with staff from various organizations (internally and externally), include your patient and other carers, and share documents and support material via any device.

Develop new models of care in the community

Enable proactive condition management to allow for a more responsive approach to chronic episodes.

Collaborative community care

Bring together support workers, family members, and other organizations in the community to provide continuity and collaboration in care for increased patient outcomes and experience.

Safer community care

Ensure the safety of PTSD health professionals. Integrated communication systems can alert security teams, pinpoint locations and can provide peace of mind for you and your staff.

Healthcare Resources

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